Starting and completing a trip

Each trip follows the same simple path, so every guest gets the same experience.

Before the trip

1. Check the assigned chauffeur or crew has confirmed.
2. Check the vehicle, vessel or aircraft matches the listing photos and is clean and ready.
3. Take before trip photos. See Before and after trip evidence.
4. Arrive at the pickup point on time.

Starting the trip

The trip starts on its own at the booked time (for a private jet, at wheels up). There is nothing for your crew to enter.

• Your chauffeur or captain's live location is shared with the guest from 1 hour before the trip starts, never earlier.
• A chauffeur's phone number and the guest's are visible to each other from 1 hour before the trip starts until 1 hour after it ends. Outside that window, use in app messages.
• The guest checks that the chauffeur, car and plate (or the vessel and crew) match the booking before boarding. If they don't, the guest can refuse the trip, is refunded in full and a case opens.

The booking moves to Active. The guest can follow the trip live and share it with people they trust. If your crew has arrived and the guest is still not there 60 minutes after the booked start, mark a no show in the app. See Guest no shows. Never let a trip be recorded as started when it is not taking place.

During the trip

• Follow the booked route and timings unless the guest asks otherwise within the booking.
• For vessels, life jackets are worn at all times and the trip stays within daylight hours.
• Handle any request for more time through the app. See Handling trip extensions.
• Emergency? Call 112 first, then tell Pickup.

Completing the trip

The trip ends at the booked end time, or when the guest is safely at their destination. For a jet, it ends at landing. The booking moves to Completed.

1. Take after trip photos.
2. Report any damage or incident promptly. See Reporting guest caused damage.

The guest rates the trip and its details, such as punctuality and cleanliness. The rating shows on your profile and listing. You can reply from Menu, then Reviews.

You can also rate the guest from the booking. Reviews stay private until both of you have reviewed, or the 14 day window closes. See Reporting and blocking guests.